Technical Support Engineer Level 2
THE BIG PICTURE
Are you ready to join the technical customer support team at Nirvanix, the leader in enterprise cloud storage services? Do you thrive on defining and delivering customer satisfaction when technical difficulties appear? We are not talking about helping your cousin hook up his printer or set up his Facebook profile. We work with over 1,200 companies, ranging from small businesses to Fortune 500 global organizations on multimillion dollar cloud storage solutions.
We are looking for a Level 2 Technical Support Engineer. We need someone who will work in concert with Level 1 support and the entire Engineering department. In this position you will have to know about a lot of components maintained by a multitude of disciplines. You will have to learn as much as you can, as fast as you can.
THE EVERYDAY VIEW
- Answer customer calls and respond to emails requesting technical support
- Provide assistance and expertise to Level 1 support when needed
- Work in tight partnership with the Network Operations Center (NOC)
- Escalate tickets and work closely with the Technical Operations, Development, and QA teams when needed
- Document discussions, findings, and resolutions in our ticketing systems
- Generate Knowledge Base articles, FAQs, and other solution guides
- Moderate and respond to Technical Support Forums
- Work with Development to understand and document new functionality
THE KIND OF PERSON WE ARE LOOKING FOR
- Experience with Frontline/Backline and Touch & Hold support models.
- Excellent verbal and written communication skills.
- Familiar with cloud storage solutions such as Amazon S3, Nirvanix, EMC Atmos.
- Familiar with cloud gateways/data movers from companies such as Symantec, CommVault, Riverbed, Panzura, and others.
Please submit all inquiries with your resume via e-mail to jobs@nirvanix.com.